Best Customer Service Email Management Software for 2023

Many businesses rely on a shared mailbox like support@ or contact@ to handle their myriad customer support requests. While there are plenty of ways to effectively manage a shared mailbox, one of its key downsides is the inability to provide rich email analytics to track and measure performance. That makes it harder to ensure customer service is hitting targets.

And that’s where customer service email management software comes in. With powerful automation features and real-time analytics, these tools provide everything you need to stay on top of customer support requests, improve response times, and reduce churn.

To help you figure out which customer service email management software is right for your business, we break down 5 of the best in the market:





5️⃣Help Scout

Let’s dive in!

How does Email Analytics Software improve customer service?

Email analytics software is a game-changer when it comes to providing top-notch customer service. There are two major reasons for that.

The first is that it provides valuable, data-rich, and actionable insights. By tracking key customer service metrics and defining goals and benchmarks, you:

  • gain a bird’s eye view of your team’s email performance, including areas for improvement
  • better understand your customers and their needs, so you can provide a more personalized experience
  • identify patterns and trends that will inform future tactics and strategies

The second is that it has automation features that enable you to:

  • improve team collaboration through shared inboxes and ticketing systems
  • optimize workflow via reports that highlight key performance issues

With the right email management software, you take your customer service to the next level and provide an exceptional experience that keeps customers delighted.

Key features in Email Analytics Software for Customer Service

Whether you’re a small business or a large enterprise, these key features can help you streamline your email management and provide excellent customer support.


Automation is a must-have. With automation, you can set up rules and workflows to route incoming emails to the right support agents, prioritize urgent customer issues, and even send canned responses to frequently asked questions. This not only saves time but also helps your team respond to customers quickly and efficiently.

👥📥📤Shared Inbox

With a shared inbox, your team can collaborate on customer emails, assign tickets to specific team members, and keep track of customer interactions. This fosters team collaboration and ensures customers receive consistent and timely responses.

📥📤⏱️Reply Time Tracking

Tracking reply times is crucial for customer service teams, as it allows them to monitor their responsiveness and ensure that customer inquiries are being handled in a timely manner. With this data, teams can improve email response times, optimize their workflows, and ultimately provide a better customer experience.


By tracking key metrics such as response times, message volume, and customer feedback, you can identify areas for improvement and make data-driven decisions to enhance customer experience. Reporting also allows you to track individual and team performance to check team members are pulling their weight.

🖥️Easy Integration

Email is the primary channel for communication in most businesses, and it’s important for customer service teams to have easy access to customer emails. Integrating email management software with popular email clients like Outlook and Gmail allows for seamless management of customer inquiries, enabling customer service teams to respond quickly and efficiently.

💬Message Logs

Access to message logs is important for customer service teams, as it enables them to analyze their communication history with customers, identify trends, and gain valuable insights that can inform future interactions.

📁💬Easily Close Conversations

Email management software that enables you to close conversations with customers without the need for a separate ticketing system streamlines your workflow and simplifies the customer experience. This feature enables your team to handle customer inquiries more efficiently by reducing response times.

The Best Customer Service Email Management Software

1️⃣ timetoreply

Summary: timetoreply is an email management software with a specific product – timetoreply Success – designed to help customer service teams streamline their email communication and improve response times. The tool offers real-time reply tracking, deeper email analytics, and individual performance stats to help teams stay on top of their customer service emails.

Key Features:

  • Real-time reply tracking for individual and shared mailboxes
  • Deeper email analytics with link directly to Gmail and Microsoft 365 inboxes
  • SLA reports and shared mailbox reports to ensure reply time goals are met
  • Regular trend reports to track progress and performance
  • Team-wide leaderboards for healthy competition
  • Focused filters to screen out non-urgent emails
  • Email alerts to alert individuals to slow responses or missed emails
  • Email prompts to encourage faster, more efficient replies based on SLAs
  • Seamless integration with Gmail, Outlook, and Microsoft 365

Pricing: timetoreply offers a range of pricing plans, starting from $19/month for the Starter plan.

2️⃣ Zendesk

Summary: Zendesk is a customer service platform that offers a range of tools to help businesses manage customer interactions. It provides an intuitive interface for managing customer conversations, automating support workflows, and tracking performance metrics.

Key Features:

  • A centralized system to manage customer inquiries and support tickets from multiple channels, including email, chat, social media, and phone
  • A self-service portal for customers to find answers to common questions and issues, reducing the need for support agents to handle basic inquiries
  • Real-time chat support for customers, with customizable chatbots to automate responses and prioritize inquiries
  • Tools to automate repetitive tasks and streamline workflows, such as automatic ticket tagging, routing, and suggested replies
  • A suite of tools to track team and individual performance metrics, such as response times, CSAT scores, and ticket volume

Pricing: Zendesk offers a range of pricing plans to fit different business needs and sizes. The pricing plans start from $49 per user per month.

What is missing:

  • It does not offer real-time tracking of response times for every email in a shared mailbox
  • No advanced custom filters to screen out non-urgent, non-customer service-related emails
  • No email alerts to ensure efficient replies based on all service level agreements (SLAs)
  • No shared mailbox reports
  • No real-time leaderboards to encourage healthy competition between departments

3️⃣ Freshdesk

Summary: Freshdesk is an all-in-one customer support software that streamlines customer conversations across multiple channels, including email, phone, social media, and more. It offers powerful features for email management, allowing businesses to deliver top-notch customer service efficiently.

Key features:

  • Collaborate with your team to manage and respond to customer emails from a single inbox using the shared inbox feature
  • Ticket management allows you to assign, track, and prioritize tickets to ensure quick resolution and timely follow-up
  • Create customized workflows to automate repetitive tasks and streamline email management
  • Use pre-written canned responses to save time and ensure consistency in your email communication
  • Get detailed reports on your team’s performance, identify areas of improvement

Pricing: Freshdesk offers a range of pricing plans, including a free plan and four paid plans starting from $19 per agent per month. The plans offer varying levels of features and functionality, including email management, automation, team collaboration, and reporting.

What is missing:

  • The ability to track reply times for every single email in your customer service inboxes in real-time
  • Email prompts to help prompt faster, more efficient replies based on all your SLAs
  • While Freshdesk provides some email analytics, it may not offer detailed stats on email volumes, conversions, unreplies, and average reply times
  • No advanced custom filters to screen out non-urgent, non-customer service-related emails and keep your team focused on the replies that matter

4️⃣ Front

Summary: Front is a collaborative inbox that allows teams to manage and automate incoming messages from multiple channels, including email, social media, chat, and SMS. It also offers powerful analytics and integrations that help teams streamline their customer service workflows and deliver faster, more personalized support.

Key Features:

  • Built-in cross-team collaboration features, such as mentions, comments, assignments & notes
  • Assign incoming emails to the right team member or department based on rules you set up using automated routing
  • Create and use email templates for common customer inquiries to save time and maintain consistency
  • Organize and prioritize emails with custom tags and filters
  • Access customer information, previous conversations, and order history within the inbox
  • Multi-channel support via email, SMS, live chat, Facebook, WhatsApp, Twitter & more

Pricing: Front offers different pricing plans based on the number of team members and features you need. The Basic plan starts at $59 per user per month, while the Premium plan is $99 per user per month.

What is missing:

  • Real-time reply tracking for every single email in your customer service inboxes
  • SLA reports
  • Advanced custom filters to screen out non-urgent, non-customer service-related emails
  • Regular trend reports to compare progress and performance over your own custom periods, filters, and key metrics
  • Team-wide leaderboards to track each of your teams’ performance on a daily, weekly, and monthly basis

5️⃣ Help Scout

Summary: Help Scout is a customer service email management software that allows teams to manage multiple email accounts from a shared inbox, collaborate on conversations, and provide personalized customer support. The platform offers a user-friendly interface that simplifies email management, ticket tracking, and team collaboration, enabling businesses to streamline their customer support operations.

Key Features:

  • Shared inbox allows teams to manage multiple email accounts from a single, shared inbox, and collaborate on conversations in real-time
  • Automate repetitive tasks, assign conversations to specific teams or team members, and set up custom rules and triggers to streamline your workflow
  • Provides real-time data and insights into your team’s performance
  • Allows customers to find answers to their questions on their own using a knowledge base, community forum, or chatbot
  • Teams can collaborate on customer conversations and leave internal notes
  • Integrates with popular apps and tools such as Salesforce, Jira, Slack, and Shopify

Help Scout offers three pricing plans starting at $20 per user per month and includes basic features such as email support, knowledge base, and reports.

What it is missing:

  • Real-time reply tracking
  • SLA reports
  • Team-wide leaderboard to track performance monthly, weekly and daily

Which one is right for you?

So there you have it, five of the best customer service email management software options on the market – timetoreply, Zendesk, Freshdesk, Front, and Help Scout. Each of these options has its own unique features and pricing structure, making them suitable for a variety of business needs.

If you’re interested, you can sign up for a 15-day free trial of timetoreply, or schedule a demo to learn more.

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